Coast

Role Description The Enterprise Implementation Specialist owns the full post-sale lifecycle for a focused portfolio of 2–3 large enterprise accounts—from initial configuration and go-live through long-term adoption, health, and renewal. This is a high-ownership, hands-on role: you will configure Coast to match each customer’s operational workflows, lead change management and training, and stay with accounts as their primary point of contact and strategic advisor. You will work across a mix of new enterprise accounts coming through the sales pipeline and existing enterprise accounts that are ready for a deeper implementation partnership. In both cases, the goal is the same: make Coast indispensable to their operations. Beyond your own accounts, you will be a key contributor to building out Coast’s enterprise implementation infrastructure—developing the playbooks, templates, and documentation that will scale this function as we grow. This role has real leverage: what you build here will shape how Coast implements and retains enterprise customers for years to come. This position is remote or hybrid if based in the Bay Area (at least 2 days in office per week). Our office is located at a co-working facility in downtown San Francisco. This role requires travel approximately 10–15% of the time — typically 1–2 short trips per month, usually 1–2 days each, to customer sites primarily in North America. What You'll Do - Implementation & Configuration - Lead end-to-end implementation for enterprise accounts, from discovery and scoping through configuration, testing, go-live, and post-launch stabilization. - Conduct deep-dive discovery sessions with operational stakeholders to map existing workflows, data structures, and pain points—then translate those into a Coast configuration that drives measurable outcomes. - Manage implementation timelines, milestones, and stakeholder communications with a high degree of organization and follow-through. - Partner with customers to drive change management—develop adoption plans, identify internal champions, deliver role-specific training, and run office hours to accelerate time-to-value. - Ongoing Account Ownership - Serve as the primary point of contact for your portfolio of enterprise accounts post-go-live, maintaining relationships at both the operational and executive level. - Proactively monitor account health and platform usage to identify adoption risks and opportunities; surface and execute action plans before issues escalate. - Conduct regular check-ins and business reviews; share progress against defined outcomes and surface roadmap-aligned recommendations. - Collaborate with Sales to support renewals and identify expansion opportunities within your accounts. - For existing enterprise accounts transitioning into this role, conduct a structured account audit—assess current configuration, usage gaps, and relationship health—and develop a plan to deepen adoption and value. - Playbook & Infrastructure Development - Build and maintain enterprise implementation playbooks, configuration templates, onboarding documentation, and training materials that can be scaled across the team. - Identify patterns and gaps across your accounts and translate them into repeatable processes and best practices. - Partner with Product and Engineering to communicate post-implementation feedback, adoption blockers, and feature requests—with clear, data-backed narratives. - Contribute to the development of escalation pathways and quality standards for enterprise customer engagements. Qualifications - 5+ years of experience in implementation, solutions consulting, or customer success in B2B SaaS, with direct ownership of enterprise accounts post-sale. - Demonstrated ability to configure software products to match complex customer workflows—prior experience with no-code platforms, CMMS, field service management, or operations software is a strong plus. - Strong consultative and discovery skills: you can translate ambiguous operational requirements into a clear implementation plan and success roadmap. - Comfortable leading change management—you know how to build internal champions, design training for frontline workers, and drive adoption in organizations with layered stakeholders. - Track record of managing a small number of complex, high-value accounts with a high degree of ownership and follow-through. - Experience building implementation or onboarding documentation, playbooks, or training materials; you think in systems, not just individual accounts. - Excellent communication skills: you can run a configuration workshop with an operations manager and a business review with a VP of Operations in the same week. - High ownership and strong organization in a fast-moving startup environment; comfortable with ambiguity and able to build structure where little exists. - Domain experience in maintenance, facilities management, manufacturing, or deskless-workforce operations is a plus but not required. Benefits - Base salary of $120,000 - $150,000 based on experience and location - Competitive equity - Health insurance (medical, dental, vision) - 401(k) plan with employer matching - Flexible time off

Role Description The Customer Support Associate (Off-Hours Coverage) role exists to make sure Coast customers are never left without support — including evenings and weekends. You'll be the primary point of contact during off-hours, resolving customer inquiries, troubleshooting product issues, and delivering a high-quality experience across email, chat, and phone. Because ticket volume varies throughout the shift, this role also takes on meaningful project and operational work during quieter windows — from improving our help center content to supporting billing and internal operations. You'll develop a broad understanding of how Coast runs as a business, which makes this role an excellent foundation for advancement into Implementation, Customer Success, or other roles over time. Working hours: - This is an off-hours coverage role supporting U.S.-based customers. Schedules vary by position, but both openings cover weekends and weekday evenings EST. - Rep 1 - 40 hours - Saturday: 8:00 AM - 6:00 PM (9:00 PM - 7:00 AM Sunday) - Sunday - Tuesday, 6:00 PM - 4:00 AM EST (7:00 AM – 5:00 PM PHT) - Rep 2 - 40 hours - Wednesday – Saturday, 5:00 PM - 3:00 AM EST (6:00 AM – 4:00 PM PHT) - Rep 3 - 30 hours - Sunday, 8:00 AM - 6:00 PM EST (9:00 PM - 7:00 AM Monday PHT) - Monday - Wednesday, 4:00 AM - 9:00 AM EST (5:00 PM - 10:00 PM) Please apply only if you are available and comfortable working these hours. Night shift differential is included in compensation. Qualifications - Experience in a support, operations, project coordinator, or admin role, ideally in a SaaS or customer‑centric environment. - Strong organizational and time‑management skills, able to juggle multiple small projects and operational tasks. - Comfortable working with data in spreadsheets and support/CRM tools; able to follow and improve structured workflows. - Clear written and verbal communication, with a service‑oriented and detail‑focused mindset. Requirements - Customer support - Respond to customer inquiries via email, chat, and phone in a timely, accurate, and empathetic manner during your shift. - Troubleshoot product and account issues using knowledge base articles, SOPs, and good judgment; escalate complex cases when needed. - Monitor and manage your ticket queue to meet SLAs for first response and resolution. - Document all customer interactions, resolutions, and follow-ups in Salesforce and Intercom/Zendesk to maintain a clear history. - Collaborate with the US-based Implementation and Customer Success teams on customer handoffs, flagging urgent issues for next-day follow-up when appropriate. - Systems & data support - Own customer data intake, cleanup, validation, and ongoing maintenance to ensure accuracy and readiness for implementation and reporting. - Execute customer data imports and migrations (primarily via spreadsheets and templates), troubleshoot issues, and ensure clean handoffs to Implementation and Customer Success. - Document work, decisions, and customer configurations in internal systems (Salesforce, Intercom/Zendesk, and project tools) to maintain clear visibility and continuity. - Identify patterns and opportunities to improve data templates, processes, and internal documentation to increase speed and consistency across implementations. - General operational and administrative support - During quieter support windows, contribute to a rotating set of operational projects assigned by the team. Examples include: - Help center and content: Review and revise help desk articles for accuracy and clarity; create short help videos and walkthroughs to support customer self-service; suggest FAQ updates based on ticket patterns. - Billing support: Monitor accounts receivable aging and send structured payment reminder emails; track upcoming subscription renewals and send timely notices; triage the billing inbox during off-hours and respond to routine billing questions; support basic data entry in Stripe and Salesforce. - General admin and research: Assist with internal operational tasks across teams — including HR admin support, basic research, and other cross-functional work as assigned. Benefits - The Startup Experience: Shaping Our Growth: Joining Coast at this pivotal stage puts you at the heart of our company’s and product’s evolution. The workplace is energetic, creative and fast-moving, giving you the chance to help define processes and standards while collaborating directly with founders and teammates who value bold thinking and active input. - Team: We are a tight knit and very strong core team of ~40 people. We are a highly customer-focused, honest, skilled, direct, solution-oriented, creative, ambitious and fun crew. - Product: The market we are going after is massive and way underserved. Our customers love the product and use it for hours every day. Contract Details - Engagement type: Independent contractor based in Philippines or South America; taxes and statutory contributions are the responsibility of the contractor. No health benefits included. - Compensation: Base pay of $15,000 - $20,000 USD annually for full time consulting. - Payment currency and method: USD via bank transfer, paid monthly. - Working hours: As listed above. Night shift differential included in compensation. - Work location: 100% remote. Application As part of your application, please record and share a 1-2 minute video introducing yourself (name and current role), explaining why you're interested in the role, and describing in your own words what Coast is and what problem it solves.

Role Description The Implementation Specialist owns the post-sale onboarding and rollout of Coast, from kickoff through go-live and handoff to Customer Success. This is a technical, project-oriented role—not frontline support. You'll spend the majority of your time translating complex, real-world operational workflows from industries like facilities management, manufacturing, healthcare field services, and hospitality into Coast configurations that actually work for teams in the field. That means running discovery to understand how a maintenance team or field operation really works, then designing and building automations, configuring integrations, and structuring the platform so customers can adopt it quickly and confidently. You'll juggle multiple implementations in parallel, ranging from fast-moving rollouts to complex, multi-phase deployments—and you'll be expected to manage both without dropping the ball. The Implementation Specialist will work closely with Customer Success, Product, and Engineering, and will primarily support customers in North America while being based in the Philippines. What You'll Do - Lead end‑to‑end implementation projects from kickoff through go‑live and handoff, managing scope, milestones, and risks across multiple simultaneous accounts. - Run deep discovery sessions to understand customer workflows, operational environments, and technical constraints—then translate that into a concrete configuration and automation plan. - Design and build automations using Coast's native triggers and rules engine. - Configure Coast fully: settings, user roles and permissions, data structures, workflow templates, and integrations aligned to each customer's operational reality. - Coordinate data migration, testing, and validation with customer and internal technical teams. - Learn unfamiliar industries quickly. - Facilitate onboarding and training sessions for admins and end users, tailoring your approach for both technical and non-technical audiences. - Track implementation progress, communicate status and next steps clearly, and proactively adjust plans when priorities or constraints change. - Identify and troubleshoot rollout issues, coordinating with Support, Product, and Engineering as needed. - Capture repeatable patterns, edge cases, and feedback to improve implementation playbooks, templates, and product roadmap inputs. - Use tools like Coast, Google Workspace, Zoom/Meet, Avoma, Intercom, and Zendesk every day to manage tasks, communicate with customers, and keep internal stakeholders aligned. - Work a schedule with meaningful overlap with US business hours so you can join customer calls, internal standups, and cross‑functional working sessions. Qualifications - 3+ years in SaaS implementation, onboarding, professional services, or a customer-facing technical role. - Proven hands-on experience configuring complex no-code/low-code platforms such as Airtable, Monday.com, Notion, ClickUp, or similar—not just administering them, but designing workflows and structures for real operational use cases. - Demonstrated experience building automations—whether through native platform triggers/rules engines, or tools like Zapier or Make—to solve real workflow problems for customers. - Comfortable working with API integrations and webhooks at a conceptual and practical level; you don't need to write code, but you need to understand how data flows between systems and be able to configure and troubleshoot integrations. - Experience working remotely with international teams, with strong written and spoken English suitable for customer calls and training. - Demonstrated project management skills: managing timelines, stakeholders, and risks across multiple accounts. - Excellent virtual facilitation skills; able to run effective remote trainings and working sessions with both technical and non-technical users. - Strong documentation habits and attention to detail – you leave behind clear records of what was configured, why, and how. - Ability to work a schedule that overlaps at least 4–6 hours with U.S. business hours (e.g., PH late afternoon/evening). - Reliable high‑speed internet connection and a professional, quiet workspace suitable for frequent video calls and screen‑sharing. Requirements - Experience working with customers in at least one of our core verticals: facilities/property management, manufacturing/industrial operations, healthcare field services, or hospitality/food & beverage. Bonus for more than one. - Experience with maintenance, CMMS, or field operations software. - Familiarity with Salesforce, Zendesk, Intercom, or Avoma. - Experience in a startup or high-change environment where processes are still being defined. - Familiarity with workflow tools, ticketing systems, or low/no-code configuration platforms. Training, Onboarding, and Probation We invest heavily in setting you up to succeed. Here's what your first 90 days look like: - Weeks 1–4: Core Training - You'll go through a structured four-week training program combining self-paced learning with live sessions and regular group check-ins with your cohort. By the end, you'll have a strong foundation in Coast's platform, our customer base, and how we work. - Weeks 5–12: Job Training - Training wheels come off gradually. You'll move into hands-on job training where you begin managing your own implementations under guidance — learning by doing with real customers and real stakes. - 90-Day Probation Period - Your first 90 days serve as a mutual evaluation period. We want to make sure this is the right fit for you as much as for us, and we'll give you clear expectations, regular feedback, and the support you need to hit the ground running. Successful completion leads to a longer-term engagement with Coast. What We Offer You The Startup Experience: Shaping Our Growth: - Joining Coast at this pivotal stage puts you at the heart of our company’s and product’s evolution. The workplace is energetic, creative and fast-moving, giving you the chance to help define processes and standards while collaborating directly with founders and teammates who value bold thinking and active input. - We are a tight knit and very strong core team of ~40 people. We are a highly customer-focused, honest, skilled, direct, solution-oriented, creative, ambitious and fun crew. - The market we are going after is massive and way underserved. Our customers love the product and use it for hours every day. What you will be building will directly impact their everyday life. Contract Details - Engagement type: Independent contractor based in Philippines or South America; taxes and statutory contributions are the responsibility of the contractor. No health benefits included. - Payment currency and method: USD via bank transfer, paid monthly. - Working hours: Standard working hours window or overlap expectations, as mentioned above. - Work location: 100% remote. Application As part of your application, please record and share a 1-2 minute video introducing yourself (name and current role), explaining why you're interested in the role, and describing in your own words what Coast is and what problem it solves.